Senior Community Manager Contract - Creative - US

The Role

Community Managers are responsible for maintaining, curating, growing, and analyzing a brand's social media presence. Effective and impactful community management results in a deep understanding of how a brand's audience thinks, talks, interacts, and engages—and turns those insights into opportunities on social.

This Senior Community Manager will lead community management on the team, solely focused on a major online retailer’s always-on social accounts. As a strategic steward and day-to-day voice of the brand’s social, they will guide how the brand shows up, connects with its community, participates in culture, and grows its footprint across IG, FB, TT, YT, Pinterest, Threads, and emerging platforms.

The role requires close collaboration with both internal and external teams. They will shape the brand’s approach to community engagement, advise clients on when and how the brand should enter conversations—and when it should sit them out—and translate what’s happening within the community into actionable insights for creative, strategy and client teams. They work in service of their communities while maintaining a responsibility to the brand’s broader social and business objectives.

This person should live and breathe social: understand platform culture, recognize a trend before it peaks, and know the difference between simply participating in a conversation and adding something meaningful to it.

What You’ll Do:

As a Senior Community Manager, your role is equal parts strategist, community builder, creative partner, and performance analyst. You'll be expected to:

• Own the day-to-day community strategy and help define how the brand engages, responds, and participates across social
• Lead content calendar planning and regular maintenance; daily, monthly, and quarterly, in collaboration with creative, strategy, and client teams
• Manage publishing and posting schedules across multiple channels, continually advising on and optimizing timing, cadence, and platform best practices
• Lead the QA process of all posts, ensuring the creative, specs, captions, hashtags, influencer tags, links, and URLs are accurate
• Craft engaging, platform-native copy in the brand’s tone of voice—including captions, comments, replies, and real-time engagement
• Monitor live chats across Instagram and Facebook for scheduled livestreams
• Own community engagement and moderation by monitoring the brand’s platforms throughout the week directly responding to users, proactively engaging with relevant conversations, brands, creators, and communities beyond owned channels; also escalating customer care crisis issues to appropriate teams
• Monitor community sentiment and conversation to understand what audiences care about, how they perceive the brand, and where opportunities or potential risks are emerging
• Identify and quickly activate against cultural trends, memes, emerging behaviors, platform features, and competitor activities
• Deliver weekly trendspotting reports that go beyond reporting what is trending to recommend specific, brand-relevant opportunities to create or engage based on social
• Participate in monthly brainstorms with the creative team, bringing insights, emerging behaviors, and platform-native content ideas to the table
• Surface recurring questions, conversations, fan behaviors, UGC, and audience insights that can inspire future content and creative opportunities
• Act as a trusted authority on organic social, community engagement, and platform best practices, ensuring published content adheres to them
• Provide ongoing support for client teams via Slack
• Report on organic performance (weekly, quarterly), including engagement, sentiment, audience growth, and standout community moments
• Analyze performance data and community signals (weekly, monthly) to extract insights and make actionable recommendations for content
• Assist in the development of larger QBRs, social playbooks, audits, etc.
• Serve as a go-to contact for clients, providing a clear point of view on community, culture, and platform behavior and helping bridge strategy with day-to-day execution
• Ability to work some weekends, as CM coverage will be required around key cultural moments, campaigns, and events throughout the year

What You Bring:

• 3+ years of relevant experience in community management, social media, or a related role, ideally within an agency or major consumer brand
• Proven experience building, growing, and engaging social communities
• Familiarity with Sprinklr and Monday.com
• Exceptional writing skills
• Deep, current fluency across IG, FB, TT, YT, Pinterest, Threads, and the broader social landscape, with an eye for emerging platforms
• Strong understanding of internet culture, social trends, memes, creator behavior, and how conversations move across platforms
• Experience using social listening and community insights to identify trends, audience sentiment, opportunities, and potential risks
• Excellent client communication skills and the confidence to present a clear strategic POV
• Comfort leading meetings and managing multiple stakeholders
• Exceptional organizational and time-management skills with meticulous attention to detail
• Experience moderating and managing sensitive or crisis conversations online
• A proactive, opportunity-seeking mindset—you’re constantly looking for where the brand can add value rather than waiting for the conversation to come to you
• Ability to remain focused under pressure and move quickly in a real-time social environment